The Telephone Operator focuses on the incoming calls to Becker Animal Hospital to ensure that all calls are answered promptly and courteously and professionally. The Telephone Operator is expected to remain calm, focused, and helpful to both clients and team members. The Telephone Operator duties and responsibilities often overlap that of a receptionist. The telephone operator will report directly to the Receptionist Team Leader and in their absence, the management team.
PRIMARY JOB RESPONSIBILITES
- Promptly and courteously receive and screen telephone calls. Triage telephone calls and transfer to the appropriate parties. Assist the caller with medical care plans (estimates), appointment scheduling, phone messages, boarding reservations, etc. Prepare the files for those appointments.
- Follow established hospital policies and protocols in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure any distressed clients.
- Determine whether vaccinations are current. Inform clients of overdue vaccination status. Follow up with previous veterinarians for vaccination/ medical history where applicable.
- Present Becker Animal Hospital in a positive light to all callers. Answer questions of any phone shoppers; direct potential clients to the practice web site; ask how they heard about the practice. Offer to send a new client package to all telephone shoppers.
- Complete assigned daily duties during your shift.
- Communication as needed to hospital personnel for follow-up calls, doctor’s messages, faxing, etc.
- Maintain client electronic records.
- Assist receptionists when necessary and possible with various duties, client and patient care, and designated duties.
- Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy.
- Performs other duties as assigned.
CONTROLS OVER WORK
The telephone operator works directly under the receptionist team leader. The receptionist team leader will provide a monthly work schedule, assign daily duties, perform incentive and annual reviews, and assign other special duties. The receptionist team leader will also review work for technical accuracy as well as watch day to day activities for client service quality and accuracy.
SKILLS AND KNOWLEDGE
- Possession of strong organizational skills.
- Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
- Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Requires strong client service skills. Personal contacts are with animal owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay owner’s account of the medical complaint(s) for the animal(s) involved to the healthcare team members who will be involved in treating the patient(s).
- Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.
- Frequently position self and move about the reception area to file, use office machinery such as fax machines and computer, assist clients with merchandise
- Frequently transports inventory to stock shelves. Frequently handling 30 pounds and occasionally handling 50 pounds. May be required to stand or walk continuously throughout a shift or sit for long periods of time.
- Often transports patients to weigh on scale tables.
- Frequently required to communicate with clients, team members and associates. Must be able to exchange accurate information
While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.
Follow federal and state animal health laws and regulations including OSHA and DEA.